Missing property on a portal or company website

This guide has been reviewed against our global client base and classed as relevant to the following regions: UK, APAC, UAE

Missing property or details not feeding across to a property portal or your company website are a common reason to contact the Reapit Service Desk - follow the short steps below and you will be able to address these quickly and easily.

Changes to how a property is presented on a portal (i.e. format) and the sending of additional status options need to be requested via your Reapit key contact
If you are a key contact, click here to complete the Set-up / Amend Portal Feeds form to progress this

The Internet Check tool carries out a basic check of the chosen property record.

Is your property not on the portal ?

Issue is missing property on the portal

Complete an Internet Check

Most queries are explained by completing this very simple check:

1. Locate property

Locate the property that is missing from the portal:

Open the property record
Click Marketing

2. Use Internet Check function

Click Internet Check

This performs an examination of the current property record in order to identify any issue(s)

3. Issue(s) identified

A pop-up box will be displayed and the potential upload problems for this property will be listed

Work through the potential problems listed
Run the Internet Check again to ensure the issues are cleared

Your property should now upload to the relevant property portals or your company website - bear in mind feed times as this may not be immediate

Common errors

All of which can be addressed by the user (not Reapit Service Desk):

Are you getting an error of 'Agency is: ...'?

This error is referring to the agency type that has been set via the property, Financial or Rent/Fee Details screen, Selling Agency or Agency field

Is the property status correct?

The status of your property must be in an Available status, whether it's a sales record or a lettings record
You need to check with your Reapit key contact (often your branch manager) to make sure the status of your property is permitted to upload to your website or portal

Do you advertise with OnTheMarket and is your property upload delayed?

If you feed to OTM and your property is on that Portal and not others
This will be correct, as many customer delay properties going to other portals by 24 or 36 hours (your key contact can verify this for you)
You do not need to contact the Reapit Service Desk for this issue - as the timing is agreed by your business's key contact

Missing from Rightmove, Zoopla, OTM ?

If no issue is flagged by the Internet Check and your property is missing from one of the websites mentioned above, you may need to update the portal, as follows:

1. Update the portal

From the property Marketing screen:

Click Update portals
Select the portal to send to

You may see different wording here, such as Update Rightmove or Update Website - these options will still update your property record

2a. Confirmation message: sending successful

If this message is displayed, the property has now been sent to the portal

It can take 15-30 minutes for the portal to process the submission

2b. Confirmation message: no update required

If you get this error, your Reapit software does not think anything needs to be sent to the portal

If you don't believe this is the case, make a simple change (e.g. remove a comma on a description field and save the property)
Repeat step 1 to update the portal again

Details on the portal not the same as your Reapit software?

Feeds to the main agency portals (Rightmove, Zoopla and OTM) are fed by a Real Time Data Feed, changes need to be submitted by the agent (not Reapit Service Desk):

Rightmove, Zoopla or OTM ?

Ensure that changes have been submitted:

1. Update the portal

From the property Marketing screen:

Click Update portals
Select the portal to send to

2a. Confirmation message: sending successful

if you see this message the property has been sent to the portal with updated details

2b. Confirmation message: no update required

If you see this message then your Reapit software sees that the property is with the portal and no changes are required
If you believe this is not the case, then make a simple change to summary/description (e.g. remove a full stop and save)
Repeat step 1 to update the portal again

Other portals / company website

Other portal feeds are sent on a scheduled basis 3 times a day - mid morning, mid afternoon, early evening
If your update is before / after these times, then please do not contact the Reapit Service Desk as we are unable to change these times

Have you checked the portal upload reports?

You can check the nightly upload reports stored by clicking Reports then Custom Reports in order to see if your property was sent in the previous nights' feed or is online at the moment using either of these options:

View .... Nightly Upload Results

View .... Properties Online

Completed checks and still think something is wrong?

Missing / incorrect on your own website?

If you have not been able to address the issue following guidance above and it relates to your own business website
You will need to contact your website provider/hosting, as they will need to investigate the issue as it is beyond the scope of the Reapit Service Desk
If they identify an issue, they should log a case with the Reapit Service Desk as the issue is likely to be more technical

Otherwise ...

Please provide the Reapit Service Desk with the following
Property code, portals/websites where there is an issue
Confirmation that all checks have been completed in this guide; 99% of the time the items in this guide resolve the query and the team will just need to revisit these

NB: please do not log cases to amend properties or how they are formatted online using a 'query' form on the Service Desk Portal. Such requests must be be raised by your key contact as a 'request for change'.

Missing property on a portal or company website

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